Patient advice and liaison service officer

In this role you could:

• work with staff, managers and support groups to solve problems
•  help patients understand the NHS complaints procedure
•  manage complaints
•  raise patient feedback and concerns with NHS management
•  supervise and coordinate PALS volunteers

• customer service skills
• sensitivity and understanding
• patience and the ability to remain calm in stressful situations
• excellent verbal communication skills
• active listening skills
• the ability to accept criticism and work well under pressure
• to be thorough and pay attention to detail
• counselling skills including active listening and a non-judgemental approach
• to be able to carry out basic tasks on a computer or hand-held device

You can get into this job through:

• a college course
• an apprenticeship
• working towards this role
• volunteering
• applying directly

With experience and possibly further study, you could progress to senior PALS officer or PALS service manager.